Complaints

• Initial Complaint

  02/04/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  January 13, 2025 I saw my Mercy Podiatrist/Surgeon, Dr. **** ******** for a follow up visit regarding on going problems with my right foot. He diagnosed me with ********* wanted me to wear a CAM ****** BOOT bc it would allow the patient (me) to the ambulatory and control the weakness of her right foot and ankle pain. It will help stabilize her right foot and ankle and benefit her functionality. His nurse ****** S came into the Exam Room and put the Cam **** on me. I asked Will there be a cost? She said NO. She never discussed any billing information with me. Then, On 02/03/2025, I get a bill for $38.38 from BREG, **** I called ******************** *************. I left a vm message re this matter. ****** S called me back LYING telling me she explained the insurance in detail to ****** knew it was going to be a cost. I told her NO YOU DIDNT! My husband was in the room with me & can attest no one discussed cost or billing with us prior to leaving the *********** I was in excruciating pain and discomfort. I told ****** C I cant afford this cost & will bring the boot back if need be. She HUNG UP ON ME! I called BREG, **** **************, tt Addy A. theyre saying Well your Doctor ordered this for you. He wanted you to have this. If you dont pay the $38.38. Well send you COLLECTIONS! I told her this way no way of doing business and its clear to my theyre all in Cahoots ************* contacting the BBB. Breg Inc has an office inside the ***************** in **********, **.

  

  Business response

  02/05/2025

  Thank you for reaching out to us. I am sorry for the miscommunication (or lack of communication) you experienced. While we do train the physician's office to have these conversations with the patients, Breg is unable to know it occurs 100% of the time. The paperwork you signed does indicate financial responsibility is subject to the patient's deductible and/or co-insurance being met with their indicated payer. With all of that said, since you have indicated a financial hardship we can send you a financial hardship application to see if you qualify. The qualification is based on governmental guidelines. If you would like this application please contact the 1800 number again and ask the representative to have one sent to you. If you do not wish to apply, or should you not qualify, we can offer a payment plan that would work for you and your family. This item is not able to be returned as our return policy is 30 day completely unused and in the original packaging. As you indicated you did wear the boot, we would be unable to have it returned. Thank you and have a great day. 

• Initial Complaint

  01/09/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was evaluated for a shoulder surgery. I did not have the shoulder surgery and instead went a non-invasive route. Several months had gone by and I received a bill for a surgical shoulder sling from BREG INC for the amount of $200. I first contacted the health care facility, and they told me this was out of their hands but agreed that I shouldn't have received any charges for something I didn't have done nor a product that I didn't receive because I didn't have a surgery or required a surgical shoulder sling, so they told me to contact BREG and give them my info to the health care facility to resolve. I reached out to the customer service *** and told them that I did not have a surgery on my shoulder and how can you bill me for a service and product I did not have? BREG told me that my insurance didn't approve the sling, so I owe them! I said why would they approve a shoulder sling if I didn't have a shoulder surgery? The *** said you owe this; you signed for it, so you owe!! I ***lied that I sign for every office visit at the health care facility and did not consent to purchase a shoulder sling if I wasn't going to have a surgical operation. BREG refuses to acknowledge that I did not receive a service or product and did not require or consent to purchasing their product, but they are willing to turn this over to collections to extort and defraud me out of $200. Please help!

  

  Business response

  01/10/2025

  Thank you for reaching out to us. I have reviewed your account and see from the call notes the last time you called in and spoke with our team they informed you that we will need proof from the doctor's office that you did not receive the product since we do have a signed proof of delivery. I am not locating any communication from the account. Were you able to obtain that or were they emailing us the information? Once I receive confirmation I will be able to cancel your bill. The best email to send the information to is ********************************************* or if you have a copy you can attach it here in the BBB complaint portal. Thanks!

  Customer response

  01/10/2025

  Thank you for that reply. BREG was contacted with my billing account number off of their invoice from a billing coordinator at *************** in ***************** to resolve this and to tell them that I did not have the surgery or that I hadnt received any medical devices from **********************. I had two office personal come and talk to me after I drove in physically to resolve this at the health care facility.  These people said that it had been taken care of but BREG continues to send out ******** for this?  BREG has received what theyve asked for on my part and the health care facility (Tamarack Health) but BREG continues to deny it. This is why it so frustrating.  These companies are whats wrong with health care today. Fictitious unwarranted ******** with fear mongering for services not rendered putting undo strain on people.  

  

  Business response

  01/13/2025

  Can you provide the name of the person at the facility that called in? I have no records of any calls taking place but I will reach out to them and get what is needed once I know who to reach out to. 

• Initial Complaint

  12/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am writing to formally lodge a complaint regarding an invoice I received from your company for a wrist brace, the Breg Apollo Universal Wrist W/Spica *** I visited an urgent care facility on November 15, 2024, following a car accident, where I was advised by the physician to use a wrist brace to stabilize my hand, which had been injured due to the airbag deployment. I assumed that any costs for the brace would be covered by my insurance, ****, as the appointment was processed through them. Over 4 weeks later, I was shocked to receive an invoice from Breg for $171.53. To my dismay, after conducting research, I found that the same Breg brace is readily available online for $30 - $60, which is significantly lower than what I was charged. Upon contacting Breg customer service the representative I spoke with was unable to answer any of my questions regarding the charges and advised me to contact my insurance. When I did so, I learned that Breg had actually billed $315 for the brace, of which BCBS covered half, leaving me responsible for the remaining amount of $171.53. The substantial markupover 10 times the cost of the same product available through retail channelsis not only shocking, but it feels exploitative. I am requesting the following: a detailed invoice including how the initial price of $315 was determined, a clear explanation of your pricing structure, particularly why the brace costs more than 10 times what it would cost through a retail purchase, and a review of my case, and consideration of a full adjustment for the balance due. Please understand that this matter is no longer just about the financial cost but about basic fairness and ethical business practices. If I do not receive a resolution to this issue, I will escalate the matter further, including consulting with an attorney and pursuing all available avenues to ensure that this type of practice does not continue. I look forward to your prompt response and resolution of this matter.

  

  Business response

  12/19/2024

  Thank you for reaching out to us. Your account has been reviewed. Your insurance has been billed and your insurance has applied the amount due to your deductible.Your insurer requests we bill you for the item(s) that you received for the deductible. Please refer to the *** provided to you by your insurance company for review. Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires of their contracted supplier. Purchasing a product in a retail store or online puts the **** on the customer to determine whether or not the product fits properly, is being used correctly, or is appropriate for the injury or condition that the product is intended to treat. 

  Customer response

  12/19/2024

  I am writing to formally request the return and refund of the unworn wrist brace, or at least only charge the insurance company and remove any outstanding balances owed upon receiving the returned brace. While I understand that your policy states returns are only accepted within 30 days of purchase, I believe my situation warrants an exception due to the delay in being notified about an outstanding balance. Unfortunately, I was not made aware of any outstanding balance until after the 30-day return window had passed. Given this delay in communication, on your behalf, I was unable to return the product within the designated timeframe. I find it concerning that Breg waited until after the return window closed to inform me of this issue, and I am left to assume this was in order to avoid honoring a refund.  In light of these circumstances, I kindly request that you honor the return and upon receiving the unworn wrist brace update balance owed to reflect $0. I trust that Breg values customer satisfaction and will take this matter into account, given the extenuating circumstances of the delayed notification.

  

  Business response

  12/19/2024

  Unfortunately we do not allow for returns that are outside of our return policy. We are also unable to make any adjustments to the amount owed due to deductible and/or coinsurance as it is a contractual obligation with your payer for us to collect on those funds. We are more than happy to work with you to set up a payment plan. Please reach out to the number on your invoice and the team will be happy to assist. 

• Initial Complaint

  12/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I visited urgent care on 9/6/24 for an ankle injury. My insurance was billed $425 for a boot, and $85 for crutches, totaling $510. I still have a balance of $217.48 with Breg for these items. My concern is the price of these items. The identical model of the boot is available online for around $120, so why is Breg billing $425 for the same product? I contacted customer service to discuss the bill and was told the additional cost is due to manufacturing and delivery. That obviously makes no sense. This seems fraudulent and I am requesting Breg to decrease the price billed but they refuse. And they have no actual explanation for the cost. I offered to send the items back as I didnt need them (urgent care incorrectly prescribed me this for broken bones but after seeing a specialist, there were no broken bones). I am asking Breg to offer a CLEAR explanation of the price difference OR offer a discount on the balance.

  

  Business response

  12/13/2024

  Thank you for reaching out to us regarding  your account.

  Your account has been reviewed. Your insurance has been billed and your insurance has applied the amount due to your deductible.Your insurer requests we bill you for the item(s) that you received for the deductible amount. Please refer to the *** provided to you by your insurance company for review.
  
  Insurance plans expect the best possible outcome for their patients, so insurance pricing is inclusive of the service aspect the insurance requires of their contracted supplier. Purchasing a product in a retail store or online puts the **** on the customer to determine whether or not the product fits properly, is being used correctly, or is appropriate for the injury or condition that the product is intended to treat.   
  
  You are welcome to contact us at any time with additional questions or concerns.

  Customer response

  12/13/2024

  this explanation makes no sense. I already paid to receive the services of the urgent care so why is there an additional cost for the service of giving me a product that fits. There is still zero explanation for why I am being billed over double the price of the same product. 

  

  Business response

  12/16/2024

  Our services are not part of the bill you paid the urgent care. The paperwork you signed indicated our services would be billed separately and were subject to your deductible and/or co-insurance. You insurance payer sets the pricing for the products and Breg is obligated to collect on the amount they deem is appropriate for each bill. Breg does not offer our products direct to patients in any online platform, and if you find our products available online, they are doing so against Breg's consent. If you have more questions or concerns about the pricing, we would suggest you contact your insurance company. Thank you. 

  Customer response

  01/08/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that there is not much else to be done in this case. The business offered an explanation into the pricing, which speaks to a bigger issue. It explains why their prices are what they are, but that doesnt make it ok, ethical, nor fair. I dont think we will get further on this and am ok marking this as resolved. 
  
  Regards,
  
  ****** *********
  
   
  

• Initial Complaint

  09/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  6/24/2024 I went to *************** *********** for a wrist injury as advised by my ************** Advice Nurse. As part of the urgent care treatment, I was given a Wrist ********************** device.7/29/24 Returned home to find a bill from BREG dated 7/19/24 with a balance of $189.8/2/24 I called BREG billing and was told this was my portion of the deductible. I dont have a deductible with Tricare for *********** Visits. I was told to contact ******* for the claim summary explanation of benefits. I called ******* and spoke to the claims escalation supervisor and she said that BREG had submitted the Wrist Lacer Device as routine care rather than part of the *********** visit that it obviously was and that I should have BREG re-submit the device as URGENT CARE and that ******* would cover the cost 100%. I called BREG back and explained the details and asked that they re-submit the claim as ***********. I was told they would and check back in 7-10 days.8/12/24, 8/22/24, 9/3/24 Followed up to check the re-submit status and spoke to the same representative and we had the exact same conversation as 8/2/24. She didnt see where any action was taken and that she would email the claims department to re-submit as ***********.8/25/24 Received a LATE BILL 8/27/24 Called about LATE **** and followed up with the same representative with identical conversations to re-submit as urgent care.9/3/24 Called and asked to speak to someone in the claims department and was told NO. I asked to speak to a supervisor and was told she was busy and would call me in ***** hours. I NEVER received a call. 9/8/24 Received Late Bill dated stating PAYMENT REQUIRED NOW to avoid further COLLECTION Activity. I paid $189 online to preserve my credit score.BREG has run the BILL COLLECTION clock out on me in an extortion blackmail scam to force me to pay the $189 that I do not owe. I want BREG to refund my payment of $189 and to submit the claim properly as URGENT Care.

  

  Business response

  09/11/2024

  Thank you for reaching out to us. Can you please provide me with the account number from your invoice so I can look into your claim and see what has been done and what may need to be corrected? 

  Customer response

  09/11/2024

  Here is the account number you requested for your investigation. 

  Account Number: *******

  

  Business response

  10/01/2024

  I checked with the supervisor. Our claim has been processed correctly based on the payers requirements. The patient has made his payment for the amount he owed and the claim has now been closed.
  

  Customer response

  10/01/2024

  For Breg to say it was submitted correctly - IS UNACCEPTABLE. 

  My ***************** told me Breg submitted the claim incorrectly as ROUTINE and it should have been submitted as URGENT CARE for part of the URGENT CARE Treatment for the URGENT CARE visit.  My insurance company told me to contact Breg Claims and have them re-submit the wrist lacer support device as URGENT CARE - which it was clearly part of and it will be covered 100% and paid for by my insurance company.  

  I will need documented proof that this claim was re-submitted as URGENT CARE.  
  
  

  

  Business response

  10/02/2024

  Our claim was submitted correctly. We are not billing on behalf of the urgent care. We bill for our products separately and therefore the claim was submitted appropriately. While the product may have been received in the urgent care it is billed separately, as was noted on the documents you signed. Should you have any further questions, you are welcome to reach out to us directly at ********************************************** Thank you!

  Customer response

  10/04/2024

  ******************** said you submitted the claim incorrectly so that they couldnt cover it.

  Breg is taking advantage of injured people receiving medical care with these ridiculously expensive over priced medical devices.

  The ********************** claims department stonewalls the patient from speaking to a competent person such a supervisor, claims agent or someone with the authority and ability to resolve the issue.

  You should be ashamed for being a crocked and shady company fleecing injured people.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Complaint regarding emlpoyee **** ****** and billing of $200.00 while this account is still pending resolution to Breg Inc from Blue Anthem. (See attached complaint, Breg billing statement and Anthem document.)

  

  Business response

  09/16/2024

  Thank you for reaching out to us. I have had the call pulled where you spoke with ****. Based on the call review our agent did everything in his power to be able to assist you when you called. Our policy is that we do not continue conversations until we can verify the person is authorized to know things about the account in accordance with ***** requirements. We do not publish or share our internal policies with outside people unless it is required by law, however, our policies are consistent with regulatory and governmental requirements. Should you have any further issues you are welcome to email us directly at ********************************************** but we will require verification of identity in order to discuss anything regarding the account. 

• Initial Complaint

  09/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 6/21/22, I visited the ****************************** During the visit, the doctor gave me a cast. Several months later (statement dated 12/23/22), I received a bill from Breg for $400 for the cast advising me to call them if I had insurance. I did so on Jan 4, 2023, provided them the insurance information and was assured by customer service that they now had the information. But I continued to receive bills from them for $400 (statements 2/18/23, 4/30/23, 7/3/23). Each time I called, provided my insurance information to Breg and also called my insurance company. Each time my insurance company told me that Breg had not filed a claim. Finally, I received a statement dated Sep 11, 2023 from a collections company stating that Breg had turned to them to collect the $400. I had my insurance company on the phone with Breg but with no apparent outcome. I paid the collection company $400 to avoid having my credit score affected. In March, 2024, I received an Explanation of Benefits (EoB) statement from my insurance company stating that they had paid Breg $240 for the claim. I called Breg on 4/18/24, spoke to Arman in customer service who told me that I would receive $240 within 30 days. It is now September and I have still not received it. I am attaching a picture of the original bill from Breg for $400 along with the *** from my insurance company showing the payment of $240 to Breg (Page 2 of the *** circled). I would appreciate your help in having Breg return the payment to me.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 20, 2024 my husband went to the emergency room. It was determined after evaluation that he needed a shoulder sling. Breg was the shoulder Sling supplier. They billed my husbands insurance security health. Security health paid them June 30, 2024 check number ********. Breg is still billing me. They cannot seem to find the payment and is threatening collection. I telephoned them a time or two and security health has been communicating with them with no results. I would just like them to find the payment and stop sending me threats of collection every two weeks.Sincerely,******* ************

  

  Business response

  09/11/2024

  Thank you for reaching out to us. Can you provide the account number from the invoice you received (should start with a 5 or 6) so I can locate your husband's claim and have the issue looked into? Thanks! 

  Customer response

  09/12/2024

  My account number on my invoice from ********************** is ********

  

  Business response

  11/22/2024

  The team was able to locate the payment from the insurance and apply it to the account. At this time there is no open balance. Thank you for your patience while we corrected this issue. 

• Initial Complaint

  08/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have repeatedly contacted and have spoken to seven (7) different Breg **************** Representatives since May 2024 regarding my account. I am being repeatedly billed for $155.62 every few weeks when payment was made and debited from my banking account in April 2024. Each time I speak to a respresentative and ask for the supervisor/manager in charge, I am NEVER connected and am advised I will receive a call back.Today I recevied a 'sending to collections' letter, even after all of my efforts.. I have escalated and provided proof of payment on each call, via email, and lastly via US mail. Still I am being harrassed for payment - this appears to be fraudelent activity as I am also told your payment hasn't posted to your account. My question is, where is my $155.62?This is extremely poor business management and customer service. My last resort will be contacting the State ************************* upon completion of this complaint. Hopefully someone from Breg will quickly resolve this issue.

  

  Business response

  08/13/2024

  Thank you for reaching out to us. I would like to look into your account and see what has transpired. Please provide the account number located on the invoice so I can complete the investigation and get this issue corrected. Thanks! 

  Customer response

  08/13/2024

  Breg - DO NOT CLOSE this case.  My account number is *******, as you requested. Please fix the issue and respond.

  

  Business response

  08/14/2024

  We have been experiencing an issue with our bank that has caused a delay in cash posting. Your account was part of those affected by this issue. Your account has been corrected and there is no longer an open balance. We apologize for the inconvenience. Should you have any further questions or issues please reach out to us directly at ********************************************** Thank you!

• Initial Complaint

  08/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to **** emergency room after a fall. X-ray showed that I had a chip in my wrist. The doctor recommended that I have a soft brace. She came back with a simple brace (something I could have gotten at ***. Later I got a bill from **** for $164.65 a TOTAL RIP OFF. I could have gotten a similar product at CVS for $25. I called **** repeatedly and gave them my medical insurance information. I was told NOT to pay the bill, that they would process it and now they sent it to Collections!I spoke with **** on 4/29/24 and I gave her insurance info, she told me not to pay that they would process. Then I spoke with **** on 6/25/24 and he had me email him my insurance card to ************************************** and said it would be processed in 7-10 days. In July it went to collections!

  

  Business response

  08/12/2024

  Thank you for reaching out to us. Please provide your account number located on the ********************** invoice you received. I will look into your account to see what has gone on. I will contact the collections company as well and asked them to place the account on hold while we investigate once I have the necessary information to locate the account. 

  Customer response

  08/12/2024

  I called the Breg today 8/12/24 and spoke with a representative at Breg. He stated that in May when they submitted my claim to ******** that my insurance was inactive, this was not accurate, other claims were being processed through my insurance. **** told me that in June when they resubmitted that my DOB was not correct in the data base???? This didn't make sense. I confirmed that Breg does have my correct DOB and so does my insurance. He said he was going to submit this to the claims department and that the Collections would be put on hold. I do not believe that Breg is making a good faith effort to submit my claim to my insurance company. I have not had issues with clams getting processed through Blue Shield CA. 

  In the response here from Breg they asked for my account number I believe that was in the original complaint but here it is again. 6648850.

  

  Business response

  08/15/2024

  We have been able to located the issues that transpired that caused your account to be billed incorrectly. We are working to get them fixed now and have your claim reprocessed. Are you able to provide me with your ******** ID# so we can bill this properly? The demographics your prescriber sent us did not contain that information. Thank you!

  Customer response

  08/21/2024

  I have previously given this business my ******** numbers as well as my ********** numbers and in fact emailed them a photo of my blue shield card. They have the information they are requesting, they need to check the record. I will not provide my numbers over this platform since it could be public. 
  sincerely,

  ***** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩